How Technology Can Empower Employees to Serve Empowered Customers: An Interview with Josh Bernoff of Forrester Research

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Bob Thompson interviews Josh Bernoff, Senior VP of Idea Development at Forrester Research and co-author (with Ted Schadler) of Empowered about how companies can create HEROes: highly empowered and resourceful operatives.

Listen to the podcast to learn:

  • What’s driving the recent interest in employee empowerment?
  • What types of technology can be used to empower employees?
  • How can HEROes create better customer engagement?
  • How does Enterprise 2.0 and Social CRM relate to empowerment?
  • What should business leaders do to support HEROes?


Interview recorded on Nov. 3, 2010.

Further reading: How many HEROes are in your company?

Josh Bernoff
Josh is senior vice president, idea development at Forrester Research and is responsible for identifying, developing, and promoting some of the company's most influential and forward-looking ideas. Josh is the coauthor of the BusinessWeek best-selling book Groundswell: Winning in a World Transformed by Social Technologies (Harvard Business Review Press, 28), a comprehensive analysis of corporate strategy for dealing with social technologies.

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